Mail and Telephone Order payment service (Hosted Call Centre) Guide. Version 2 March 2009

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1 Mail and Telephone Order payment service (Hosted Call Centre) Guide Version 2 March 2009

2 Table Of Contents About this Guide... 3 Copyright... 3 Introduction... 4 What is the Mail and Telephone Order payment service (Hosted Call Centre) Application? 4 The Hosted Call Centre Application... 5 How Does it Work?... 5 Accessing the Hosted Call Centre Application... 5 Creating the Order... 5 Importing Order Details... 7 Creating the Payment...7 Authorisation of the Payment... 8 Branding the Call Centre Interface... 8 MOTO Page 2 of 8

3 About this Guide This guide describes how to use the Mail and Telephone Order payment service (Hosted Call Centre) Application. It is intended for merchants and their Call Centre staff who use the payment service to process payments. It is assumed that the reader is familiar with the basics of the payment system, as described in the Merchant Interface User Guide. Knowledge of other relevant parts of the user documentation is recommended. Where applicable, this document may refer to the related document with (additional) details. Copyright RBS WorldPay The Royal Bank of Scotland plc While every effort has been made to ensure the accuracy of the information contained in this publication, the information is supplied without representation or warranty of any kind, is subject to change without notice and does not represent a commitment on the part of WorldPay Limited. WorldPay Limited, therefore, assumes no responsibility and shall have no liability, consequential or otherwise, of any kind arising from this material or any part thereof, or any supplementary materials subsequently issued by WorldPay Limited. WorldPay Limited has made every effort to ensure the accuracy of this material. MOTO Page 3 of 8

4 Introduction What is the Mail and Telephone Order payment service (Hosted Call Centre) Application? The Mail and Telephone Order payment service (Hosted Call Centre) enables a merchant's Call Centre to connect to the RBS Worldpay payment service without having to integrate their system with the payment service. In this respect the Hosted Call Centre Application is different from Call Centre solutions that use any of the other service models to process payments. To access the Mail and Telephone Order payment service (Hosted Call Centre), a Call Centre operator requires a workstation with Internet access, a web browser, and a user name and password. MOTO Page 4 of 8

5 The Hosted Call Centre Application How Does it Work? With the Hosted Call Centre Application you enter order and payment information and submit these directly to the payment service. When RBS Worldpay has processed a payment you are notified of the result. Optionally, the result can also be sent directly to the shopper from the payment system by . The process flow for submitting order and payment information through the Hosted Call Centre Application is as follows: 1. the Call Centre operator is logged on to the Hosted Call Centre Application on the RBS WorldPay system 2. the shopper calls the call Centre to place the order 3. the operator enters the required data (order number, description, amount, currency) and with the push of a button creates the order in the payment service 4. the operator selects the payment method and enters the shopper payment information 5. RBS WorldPay sends the information to the financial institutions for authorisation 6. RBS WorldPay presents the results to the operator in the Hosted Call Centre Application 7. the operator is directed back to the order entry page of the Hosted Call Centre Application. When using the standard Hosted Call Centre Application, the number of payment methods that can be offered is limited to those that do not require an interaction with the shopper. In general these are credit and debit cards. Accessing the Hosted Call Centre Application To log on to the Hosted Call Centre Application with your web browser, go to the following URL: The connection uses the secure HTTPS protocol. You will be prompted for a username and password. Creating the Order After logging on you are presented with the online pay a new order form where you can enter the order code, an optional order description, the currency and amount, and an optional shopper address. MOTO Page 5 of 8

6 Note that the shopper address field is visible when activated for your account. Also note that the available currencies depend on your contract. New Order There are two methods for generating the order codes for the orders processed through the Hosted Call Centre Application. The first method is based on order codes generated by your (back office) system. The order code can be typed in manually in the 'Order code' field or appended to the Call Centre URL. For more information, please refer to Importing Order Details. As a second method, order codes can be generated automatically by the RBS WorldPay system, ensuring they are unique. This feature has to be activated for your account. When using this method you should make sure that there is a connection between the order codes generated by us and your back-office and logistical systems. The order description field can be filled in automatically for you with a fixed text, your Call Centre phone number, the order code, or a combination of these. Please contact RBS WorldPay Support ( to have this feature configured for your account. If it is configured you may see the parameter names ${phonenumber} or ${ordercode} in the description field when creating an order. These parameters will be automatically replaced by their value after the order is submitted to the payment service. A 'Reset' button is available to clear the form. By selecting the 'Pay' button at the bottom of the form the order is submitted to the Payment Service and you are presented with a payment selection screen, as described below. Existing Order With the 'pay existing order' menu item on the left of the screen you go to the 'Pay an existing order' form. This form can be used for an order that has been created earlier and for which no payment details have yet been submitted to the payment service. Here you fill in the existing order code and select the 'Pay' button to go to the payment selection screen. Shopper Payment Result If you fill in the shopper address in 'Customer address' field, the payment service can automatically send an to the shopper with the result of the payment after it has been processed. This feature is called the shopper protocol. MOTO Page 6 of 8

7 You can activate the shopper protocol and edit the message content to be sent to the shopper in the Merchant Interface, which can be accessed via the menu item 'go to merchant interface'. In the Merchant Interface, select the Profile menu item, go to the 'Other Properties' section and select the 'Edit Channels' button. For more information, please refer to the Merchant Interface User Guide. Importing Order Details Order details originating from your (back office) system can be imported directly into the Hosted Call Centre Application by appending them to the Call Centre URL. You can append the following order details: ordercode currencycode amount description shopper The example below directs your browser to the Hosted Call Centre Application and automatically fills in the specified values: de=eur Creating the Payment In the Payment Method Selection screen you are offered a list of available payment methods, which depend upon your contract details. At the bottom of the screen you can select the applicable country and language. Note that the available payment methods and their descriptions also depend on the selected (shopper) country. You can choose from this list the payment method the shopper prefers to use for paying the order. After selecting one of the payment methods a form is presented to you, which allows you to enter the corresponding payment details for the order. On top of the form, the order code, the description and the order amount are shown. If the currency used to pay the order is different from the currency you will receive on your bank account (the settlement currency), a line is presented where the order currency is converted to the settlement currency. MOTO Page 7 of 8

8 In the Payment Details form you fill in the payment details from the shopper: card number, expiry date, cardholder name, and depending on your contract, the address data of the cardholder and Card Verification Code (CVC). By selecting the 'Submit' button at the bottom of the screen, the payment details are submitted to the payment service. Authorisation of the Payment After submitting the payment details, the payment service contacts the appropriate financial institution online for authorisation. The result, or payment status, is presented to you automatically in a result screen and can be either AUTHORISED or REFUSED. You can select the link to go back to the order entry page to create the next order. Branding the Call Centre Interface The Hosted Call Centre interface can be branded with your company logo. If you supply us with the logo (in.png format) the Call Centre interface can be set up to display the logo in the top right corner of its pages. MOTO Page 8 of 8

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